Repayment plan agreed but bank breaking it

rosemaryuk

:mad: Can anyone give some advice please.

I am helping my daughter face her debts ( since July 2008 ) and in November we agreed a repayment plan with her bank wherein she paid 3 x reduced payments to cover 2 x loans, 1 x overdraft.This plan commenced in Dec 2008 and on her behalf I have been paying the agreed amounts into her account.She herself is now living in Southern Ireland.

However,3 times now, through errors made by the bank the plan was broken and they have tried blame us.Letters have supposedly gone 'missing', so now I take anything I send them to our local branch,get it logged on to their screens and send it internally.

The errors were still continuing so we made an official complaint and it is now being handled by Lloyds TSB Credit Operations Customer Service Recovery dept.We received a letter saying although 4 weeks have passed it has not been resolved yet and they will write back within next 4 weeks.Day after they informed us of this, yet another letter came from collections dept.,wherein they had made mistakes yet again ,which means another trip to local branch tomorrow.Staff there have been brilliant and even they cannot believe how this has been handled.

When plan commenced we were told all interest would be stopped yet they are still adding it.This means 1/2 of what we pay in towards her debts is added back on in charges the following month.

How long should we give them to resolve this?
Do we need a reply from them before we can go to Financial Ombudsman?

Any other course of action that we can take?

Any help would be much appreciated by a very stressed mam.


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oscar52

question 1 - they do have 8 weeks with regards tom complaint resolution.
question 2 - FOS (more often than not) will not look into a complaint unless a final response has been issued.

Robert_Sterling_3

Do we need a reply from them before we can go to Financial Ombudsman?

I think you need to get a statement from the lender saying that you have exhausted their complaints procedure.

rosemaryuk

This has been a nightmare.

We now have a letter from the bank saying this is still not resolved and sorry for letting us down.3 times last week I rang to speak to someone in complaints,3 times they told me someone would ring back but nothing.Local branch staff have been great but their hands tied.

This last letter tells me that I can now contact FOS.I have been on their web site to read but can anyone here give me any tips.I have 2 x files so full of paperwork,most of which will need copied.Do I compile it all for FOS now or will they need that at a later date.

Should I attempt this myself or go through someone like CAB.I would really appreciate your advice.